Helpdesk Administrator

About the role

We are seeking an experienced Helpdesk Administrator to join a busy Service Operations team supporting commercial clients across planned and reactive maintenance contracts. The role acts as the key point of contact between clients, engineers, subcontractors and internal teams, ensuring timely and accurate updates throughout each job.

Key responsibilities

• Act as the first point of contact for service‑related enquiries, handling phone and email communications.
• Log and manage reactive maintenance requests, track work orders and monitor job progress from instruction through to completion.
• Provide professional updates throughout the lifecycle of maintenance jobs and resolve client queries promptly.
• Coordinate with engineers, subcontractors and suppliers to maintain service delivery and meet SLA targets.
• Identify jobs at risk of missing SLA targets and escalate appropriately.
• Produce clear client‑facing updates from technical information and ensure all required documentation is completed.
• Maintain accurate records across multiple systems and support reporting requirements.

Required profile

• Experience managing reactive maintenance workflows.
• Strong customer service and communication skills.
• Excellent organisational and administrative abilities with attention to detail.
• Ability to manage multiple priorities and work with engineers, clients and subcontractors.
• Good IT and systems experience.